A Yellow Brick Road To Customer Experience Maturity

Posted by: fredzimny on: 2009/07/13

In: CRM, Enterprise 2.0, Social Media, Web 2.0 and Information Technology,| Front Office and Customer Service Operations, Knowledge management, Performance management| Vision, visionaries, vision things, trends
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I recently posted this item from Bruce Temkin. This is an addition.

Source: http://experiencematters.wordpress.com/2009/07/13/the-yellow-brick-road-to-customer-experience-maturity

Posted by Bruce Temkin

I’ve written about how my opening keynote speech at Forrester’s Customer Experience Forum was based on Dorothy’s journey in The Wizard Of Oz. Given the story that I was telling, I presented the five stages of customer experience maturity as a yellow brick road.

As part of the discussion, I highlighted two components for each stage: 1) key focus and 2) cultural change. Since this part of my speech spanned several slides, I created this single graphic to capture the key content for my blog.

5 stages of CxP maturity_2

THE CULT OF THE CUSTOMER: Create an Amazing Customer Experience That Turns Satisfied (wileyptnews.com)
Consider the entire customer journey before you go blame the checkout… (blogs.conchango.com)
Customer service is the new marketing (freshnetworks.com)
The Customer Experience Journey To Oz (fredzimny.wordpress.com)
Customer Experience Boosts Revenue (experiencematters.wordpress.com)

Tags: Bruce Temkin, CRM and Web 2.0, Customer experience, Customer relationship management, Customer Service Management, Forrester Research, Front Office and Customer Service, Operations, Transition, Trends, Vision, Ways of Seeing, Weblogs

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